You will also find more information throughout our website including how you can manage your debt effectively and our privacy policy.

Why do I have to supply my personal financial information to a staff member over the phone?

So Baycorp can determine how much you as our customer can afford to enable you to be debt-free as quickly as possible.

I have paid my account. Why can't you remove the default listing from my credit history?

Even if you have paid your account, your credit history has to remain accurate and complete. Records of defaulted accounts are generally listed with a credit reporting agency for a period of five years. Your default listing will only be removed if the default was incorrectly lodged with the bureau in the first place.

When you have paid an account we will update your default with the credit reporting agency as settled or paid in full.

Banks and financial institutions use this information to decide whether to offer credit to you and it is necessary for them to have access to full and accurate data.

Can I add a third party to my account?

Yes you can. A third party is any person authorised by you to act on your behalf. This person/s can be anyone such as, but not limited to:

Family member/carer;

Friend or guardian;

Financial advisor/counselor;

Credit management agencies

Solicitor; OR

Trustee

You can authorise a third party to deal on your behalf either by calling us and telling us or in writing by sending us an email or a letter with their details.

How can I avoid having an account default listed?

By paying the balance of your account off in full. If you receive a letter from us telling you that your account will be default listed, you must pay your account in full within 14 days of that letter, and then your account will be closed and will not be default listed.

How do I avoid getting into debt?

By paying your bills when they become due and owing. Remember when cancelling a service, make sure you always provide a forwarding address or email so you ensure you get the final invoice.

When do I have to pay collection costs?

In New Zealand, the credit terms and conditions of many finance providers state that any costs incurred in recovering an outstanding account must be paid by the person who owes the money. In these circumstances you become liable for any recovery costs incurred.

Will I still be able to get credit if I have an overdue account with Baycorp?

This is not a decision that Baycorp can make. Your eligibility for credit is strictly at the discretion of the lender/institution from which you are applying for credit. Paying off an outstanding debt you have with Baycorp may assist your prospects in obtaining credit.

Why do you need all my contact details?

It is important that we are able to correctly identify you and establish if the account belongs to you. If your contact details are complete and up-to-date, we are in the best position to discuss your situation and provide assistance.

What happens if I am declared bankrupt?

Most of your unsecured debts are wiped and debt collection activities against you to recover those debts are halted. Bankruptcy has serious consequences so you should seek independent legal advice about filing for bankruptcy and its procedures/implications on your situation. To understand more information about bankruptcy click here for Australia and click here for New Zealand.

What should I do if an account has been fraudulently opened and referred to Baycorp for collections?

You should contact the police and should also contact us immediately so that we may investigate. We may also require supporting documentation such as but not limited to a recent police report, a statutory declaration and proof of current ID.

Legal action has started on my account. I can't pay in full but can I pay it off in instalments?

We urge you to please contact us immediately to explain your situation and we will do everything possible to help you set up a repayment plan.

If I want to pay my outstanding account by instalments, why do I have to provide details of my income and expenditure?

The better we understand your financial situation, the more we can help you including working out a payment plan that is acceptable to both you and to us.

How do I dispute an account?

You have a right to dispute a debt if you think it is not yours or disagree with the amount owing.

To dispute an account, please contact our customer service agents or by sending us an email:

To help us work through your dispute, please provide the following information:

Your full name and physical address

The name of the person or company who referred the account to Baycorp for collection

Baycorp's Reference number - this can be found on our letter notifying you of the debt

Your Date of Birth

How will I know a payment has been processed using the Customer Payment Portal?

Once a payment has been made using a credit or debit card, an on screen payment confirmation message will be displayed. This can be printed or emailed.

Is my online payment secure using the Customer Payment Portal?

Your information travelling between your computer and our payment system is encrypted. It is a secure system which protects your data.

What if I believe information on my credit report is incorrect?

If you have concerns that information on your credit report is incorrect, including details in relation to your default listing, you can ask
us to arrange for that information to be corrected. You can find further
information on how to make that request here.

We're here to help

We also provide support and assistance by monitoring your payment progress until you are free of debt.

If you want to discuss how we can help you pay off an outstanding account, call our team on 1300 558 830 or visit our FAQs for more information.

We have translators available to help if English is not your first language.

Financial Hardship

Here’s the thing about debt. Nobody wants it. It’s personal.

Customers are at the heart of everything we do and we are committed to the working with you to resolve your debts. We understand that sometimes people fall behind on their credit obligations due to short term or long term financial difficulty.

Baycorp promotes a culture that ensures that customers experiencing financial difficulties are handled appropriately and exceptional cases of hardship are identified, evaluated and processed effectively. Our resolution process is designed to actively listen to a customer and respond with respect and empathy to their financial circumstances by providing flexible and affordable payment arrangements.

Dealing with Hardship

If you are experiencing financial hardship, please reach out to our team on 1300 558 830. Our priority is to help get you back on track and the sooner you contact us, the better.

How we can Help?

To help us understand your situation better, we may require some information regarding your financial situation. We’ll need details about:

1) Your current income

2) Housing information (i.e. mortgage, rent, living with family or friends etc.)

c) Other living expense (utility costs, grocery etc.)

d) Any outstanding debt (personal loan, car loan, credit card etc.)

e) Dependents

This would allow us to develop an affordable and sustainable payment arrangement or consider other options tailored to your circumstances.

Application Process

To provide details of your financial situation, please call us or download our Statement of Financial Position (SOFP) form here and send the completed form to us via post along with the supporting document. The documents can be posted to:

C/o Baycorp

Locked Bag 5031

Parramatta NSW 2124

Once we receive the completed SOFP with all the requisite information, one of our team will contact you to discuss your situation.

Free debt and budgeting support

MoneySmart is an initiative by ASIC which offers free and independent guidance to help people take steps to improve their personal finances. The MoneySmart team comprises of financial planners, consumer educators and teachers. Some team members have been involved in financial services for over 20 years and can help you take action on matters that will make a difference to your life.

The Office of the Australian Information Commissioner provides a range of resources to help the general public, private sector organisations and Australian and Norfolk Island Government agencies understand the Privacy Act. It issues guidelines to assist agencies and organisations to comply with the Privacy Act and provides report to the Attorney-General on how public sector information is collected, used, disclosed, administered, stored and accessed.

The Australian Government has responsibility for regulating consumer credit. This includes home loans, personal loans, credit cards, store credit and reverse mortgages available from both bank and non-bank lenders and mortgage brokers.

The Australian Securities and Investment Commission is a corporate, markets and financial services regulatory body. It monitors the compliance of the companies with financial services laws to enforce to protect Australian consumers, investors and creditors.